Customer Service Associate

3 weeks ago

Gatineau, Quebec, Canada Monro Full time

Company Overview:

Monro Inc. stands as a prominent entity in the automotive service and maintenance sector. As the leading company-owned automotive repair chain in the nation, our achievements stem from our dedicated workforce, who prioritize customer satisfaction by providing only necessary services and ensuring that all automotive work is executed correctly on the first attempt.

Established in 1957 in Rochester, New York, we have expanded to over 1,300 company-owned outlets, servicing more than four million vehicles annually across 28 states in the eastern and mid-western regions of the United States. Monro offers a diverse selection of tire options and repair services, including exhaust, brake, suspension, alignment, ride control, tire, battery, electrical, air conditioning, and routine maintenance services under several well-known brands. We are publicly traded and recognized as a top performer on NASDAQ, both in terms of our financial results and our returns to investors.

Position Overview:

The Customer Service Associate role can be either full-time or part-time and is compensated hourly based on business requirements. This position serves as a key holder for the store and acts as the manager on duty (MOD) in the absence of the Store Manager or during peak times. The Customer Service Associate is responsible for delivering an exceptional customer experience and supporting the sales of automotive repair services and tires.

Key Responsibilities:
  1. Complete Monro's training program to effectively implement the Monro sales process.
  2. Act as the initial point of contact for customers both in-store and over the phone. Engage with customers, schedule appointments, build rapport, assess needs, communicate processes and timelines, and present necessary services following the Monro sales approach.
  3. Assist management in various aspects of customer service, work order completion, register support, facility upkeep, and external purchase ordering.
  4. Serve as a secondary key carrier responsible for basic and detailed opening and closing tasks.
  5. Adhere to all policies and procedures regarding cash, credit, check, refunds, and returns. Collaborate with management to address customer service issues, complaints, and business opportunities.
  6. Effectively understand and communicate all products and services offered by Monro to customers.
  7. Comply with company policies and procedures, as well as governmental standards including environmental codes and ANSI/OSHA regulations. Consistently apply all required safety standards as outlined in training and policies.
  8. Work with management to ensure a safe and healthy work environment that meets all local, state, and federal regulations, along with company policies.
  9. Maintain a tidy and organized customer waiting area.
  10. Perform other duties as assigned.
Qualifications:
  1. High school diploma or equivalent is required.
  2. A valid driver's license and a satisfactory Motor Vehicle Report (MVR) are necessary.
  3. Strong verbal communication skills, with the ability to accurately document sales work orders and effectively explain services to customers.
  4. Excellent problem-solving abilities.
  5. Availability to work during days, evenings, weekends, and holidays.
Work Environment & Physical Requirements:

This position operates within an automotive shop environment, which may involve exposure to moderate noise levels, adverse weather conditions, chemicals, odors, dirt, and dust.

Profile Summary:
  1. Demonstrate a strong commitment to providing outstanding customer service.
  2. Communicate clearly and professionally, both verbally and in writing.
  3. Develop a solid understanding of the products and services offered to customers.
  4. Possess basic sales skills.
  5. Exhibit critical thinking skills to effectively address customer concerns or resolve issues.
  6. Manage time efficiently and handle multiple priorities or tasks simultaneously.
  7. Collaborate effectively with others, work well in a team environment, and provide support as needed.
Additional Information:
  1. Paid vacation and holidays for full-time team members.
  2. Reimbursement for ASE Certifications.
  3. Reimbursement for State Inspection Licenses, where applicable.
  4. 401k eligibility immediately upon hire.
  5. Direct Deposit available.
  6. Employee Discounts offered.
  7. Healthcare, Vision, and Dental benefits for full-time team members.
  8. Access to Employee Perks.
  9. Opportunities for Career Advancement.

Your Next Career Move:

Growth Potential: At Monro, we are dedicated to fostering our team members' career growth through a combination of training, leadership development, and available opportunities. Our team members receive on-the-job training, company-sponsored certifications, and access to coursework at Monro University, empowering them to advance in their careers.

Monro, Inc. is an equal opportunity employer and provides equal opportunity to all applicants for all positions without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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